What should a Comm Center focus on during high call volume periods?

During high call volume periods, a Comm Center should prioritize upholding response quality. This focus is essential because even when the volume of incoming calls increases, maintaining the quality of responses ensures that the needs of callers are effectively met and helps preserve the safety and efficiency of emergency services.

Upholding response quality involves ensuring that call takers and dispatchers remain attentive, provide accurate information, and identify priorities among the calls. This approach enhances overall situational awareness and supports effective resource allocation, which is especially critical during peak times when the strain on the system is greatest. Quality responses can lead to quicker resolution of emergencies, proper deployment of resources, and ultimately better outcomes for the community.

While other choices like increasing call duration or reducing operational transparency might seem to offer an easy way to manage high volumes, they would actually compromise service delivery. Decreasing staff support could lead to burnout and errors, which undermines quality and responsiveness. Prioritizing response quality helps to safeguard the operational integrity of the Comm Center even in challenging and demanding situations.